The clarification came after several users expressed confusion over the unexpected payments, with some wondering whether their current M-PESA accounts or SIM cards had been affected. Safaricom assured customers that the refunds are legitimate and have nothing to do with account suspension or deactivation.
According to the company, when a customer stops using a Safaricom line for an extended period, the SIM card may eventually become inactive and later be recycled for use by another customer. However, any money left in the old M-PESA account is not transferred to the new owner of the recycled number.
Instead, the remaining balance is securely stored as archived funds. If Safaricom later confirms the identity of the original account holder, the money is refunded directly to the customer's active M-PESA account registered under the same national identification details.
The company issued the explanation after responding to a customer who had received a small refund and questioned whether it meant their old line had been locked.
Safaricom clarified that the funds had originated from a previous inactive phone number that had been registered using the customer's ID.
Customers who receive the refunds will see an M-PESA notification indicating that the payment has been made from "M-PESA Archived Funds," together with the amount credited and their updated account balance.
Safaricom has encouraged customers not to panic when they receive such notifications, emphasizing that the deposits are simply refunds of money left behind in old inactive M-PESA accounts and are safely returned to their rightful owners once verification is completed.
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